Withdrawal, returns and refunds
Changed your mind about your BZEN bike? No problem — we’re here to help. Full refund guaranteed.
As a consumer, you have the legal right to withdraw from your purchase within 14 days of receiving your bike, without giving any reason.
Beyond that, we offer you our 30-day return promise — giving you additional time to make sure your BZEN bike is the right fit. This is our voluntary promise to you, so you can decide with confidence. For these additional days, please see our terms and conditions below.
To exercise your right, simply complete the withdrawal form below. We’ll send you an acknowledgement of receipt immediately and process your full refund as quickly as possible.
30-Day Return Policy for Online Purchases at BZEN
BZEN offers private customers who purchase directly in the BZEN online shop and pay online a 30-day return policy from the invoice date (15 days for outlet bikes). The invoice date corresponds to the shipping date from our warehouse.
Please note: The return policy does not apply to demo or used bikes, even if purchased via the BZEN online shop and invoiced by BZEN.
There is no return policy for purchases made in a local BZEN brand shop.
How to return your BZEN bike
Step 1: Submit your withdrawal form
Submit the withdrawal form within 14 days of receiving your bike to exercise your statutory right of withdrawal, or within 30 days of invoice date to use our voluntary return promise (15 days for outlet bikes, see conditions). We’ll send you an acknowledgement of receipt immediately.
Step 2: We arrange collection
Within 5 business days of receiving your withdrawal, we will contact you to arrange free collection of your bike. To help us prepare, we appreciate if you include photos of the bike with your request.
Step 3: Pack the bike for transport
Please pack the bike carefully to avoid transport damage. We recommend using the original packaging if available — if you no longer have it, please use suitable protective packaging.
Step 4: Inspection after return
Once the bike arrives at our warehouse, we inspect its condition. This typically takes 5 business days.
Step 5: Refund
We will refund the full purchase price within 14 calendar days of receiving the bike back at our warehouse, using the same payment method you used for the purchase.
If the bike shows signs of use beyond what was necessary to test it (e.g. visible wear, damages, missing parts), we may deduct a fair compensation for the loss in value. We will inform you about any deduction before processing the refund, with a clear breakdown of how the amount was calculated.
Withdrawal/Product Returns
Please complete the form below.